Dealing with problems

Guest: Hi. I have a reservation for tonight.

Hotel Clerk: And your name?

Guest: Its Nelson. Charles Nelson. Hotel Clerk: Okay. Mr. Nelson. Thats a room for five, and . . .

Guest: Excuse me? You mean a room for five dollars? I didnt know the special was so good.

Hotel Clerk: No, no, no. According to our records, a room for five guests was booked

under your name.

Guest: No. No. Hold on. There must be some mistake.

Hotel Clerk: Okay. Lets check this again. Okay, Mr. Charles C. Nelson for tonight . . .

Guest: Ah. Theres the problem. My name is Charles Nelson, not Charles C. Nelson. [Uhh] You must have two guests under the name.

Hotel Clerk: Okay. Let me check this again. Oh. Okay. Here we are.

Guest: Yeah.

Hotel Clerk: Charles Nelson. A room for one for the 19th . . .

Guest: Wait, wait! It was for tonight. Not tomorrow night.

Hotel Clerk: Hum. Hum. I dont think we have any rooms for tonight. Theres a convention going on in town, and uh, lets see. Yeah, no rooms.

Guest: Ah come on! You must have something. Anything.

Hotel Clerk: Well. We do have some rooms under renovation with just a roll-a-way bed.

[U-hh] None of the normal amenities like a TV or working shower or toilet.

Guest: Ah man. Come on. There must be something else.

Hotel Clerk: Well. Let, let me check my computer here. Ah!

Guest: What?

Hotel Clerk: There has been a cancellation for this evening. A honeymoon suite is now

available.

Guest: Great. Ill take it.

Hotel Clerk: But Ill have to charge you two hundred fifty dollars for the night.

Guest: Ah. Man. I should get a discount for the inconvenience.

Hotel Clerk: Well. The best I can give you is a ten percent discount plus a ticket for a free

continental breakfast.

Guest: Hey. Isnt the breakfast free anyway?

Hotel Clerk: Well, only on weekends.

Guest: I want to talk to the manager.

Hotel Clerk: Wait, wait, wait Mr. Nelson. I think I can give you an additional 15 percent

discount and Ill throw in a free room for the next time you visit us.

Guest: That Ill be a long time.

Example 2:

B: Front desk.

A: Hi, Im in 408 and my TV doesnt seem to be working.

B: We will send someone up to take a look at it in a few minutes. How is everything else?

A: Everything else with the room is great. Do the rooms come equipped with irons?

B: No, but they are available free of charge here at the front desk.

A: Can you send it up with the person who is going to look at my TV?

B: Certainly. Tom should be up there by 2:00.

A: Thanks. What should I do with the iron when Im finished?

B: You can keep it in your room. If you dont hear back from me before 9 tonight, just leave it on your desk and the cleaning staff will pick it up in the morning.

A: OK, thanks for everything.

B: Enjoy your stay, and dont hesitate to call / be afraid to ask if there is something else I can do for you.

Taking a Reservation

Receptionist: Thanks for calling Quality Inn. Morine speaking.

Caller: Hello. Im interested in booking a room for the September long weekend. Receptionist: Im afraid were totally booked for that weekend. Theres a convention in

town and were the closest hotel to the convention centre. Caller: Oh, I didnt realize. Well what about the weekend after that? Receptionist: So Friday the seventeenth? Caller: Yes. Friday and Saturday.

Receptionist: It looks like we have a few vacancies left. We recommend that you make a

reservation, though. Its still considered peak season then. Caller: Okay. Do you have any rooms with two double beds? Were a family of four. Receptionist: Yes, all of our rooms have two double beds. The rate for that weekend is

$129 dollars a night.

Caller: Thats reasonable. And do you have cots? One of my daughters might be bringing a friend.

Receptionist: We do, but we also charge an extra ten dollars per person for any family with

over four people. The cot is free.

Caller: Okay, but Im not positive if she is coming. Can we pay when we arrive? Receptionist: Yes, but we do require a fifty dollar credit card deposit to hold the room. You

can cancel up to five days in advance and we will refund your deposit.

Caller: Great, Ill call you right back. I have to find my husbands credit card. Receptionist: Okay. Oh, and just to let you knowour outdoor pool will be closed, but our

indoor pool is open.

Example 2:

Hotel Clerk: Hello. Sunnyside Inn. May I help you?

Man: Yes, Id like to reserve a room for two on the 21st of March.

Hotel Clerk: Okay. Let me check our computer here for a moment. The 21st of May, right?

Man: No. March, not May.

Hotel Clerk: Oh, sorry. Let me see here. Hmmm.

Man: Are you all booked that night?

Hotel Clerk: Well, we have one suite available, complete with a kitchenette and a sauna

bath. And the view of the city is great, too.

Man: How much is that?

Hotel Clerk: Its only $200 dollars, plus a 10% room tax.

Man: Oh, thats a little too expensive for me. Do you have a cheaper room available either on the 20th or the 22nd?

Hotel Clerk: Well, would you like a smoking or a non-smoking room?

Man: Non-smoking, please.

Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room.

Man: Well, how much is the non-smoking room on the 20th?

Hotel Clerk: $80 dollars, plus the 10% room tax.

Man: Okay, thatll be fine.

Hotel Clerk: All right. Could I have your name, please?

Man: Yes. Bob Maexner.

Hotel Clerk: How do you spell your last name, Mr. Maexner?

Man: M-A-E-X-N-E-R.

Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th.

Man: Okay. Goodbye.

More Examples for the Front Desk Receptionist

Enterprise Hotels, Lise speaking. How can I help you?

What date are you looking for?

How long will you be staying?

How many adults will be in the room?

Im afraid we are booked that weekend.

There are only a few vacancies left.

We advise that you book in advance during peak season.

Will two double beds be enough?

Do you want a smoking or non-smoking room?

The dining room is open from 4 pm until 10 pm.

We have an indoor swimming pool and sauna.

We serve a continental breakfast.

Cable television is included, but the movie channel is extra.

Take Exit 8 off the highway and youll see us a few kilometers up on the left hand side.

The rate I can give you is 99.54 with tax.

We require a credit card number for a deposit.

More Examples for the guest

Id like to make a reservation for next week.

Is it necessary to book ahead?

Do you charge extra for two beds?

How much is it for a cot?

Do you offer free breakfast?

Is there a restaurant in the hotel?

Do the rooms have refrigerators?

Do you do group bookings?

Is there an outdoor pool?

Do you have any cheaper rooms?

When is it considered off- season?

Check In

Example Conversation tasks / question can be substituted with further examples added beyond.

Front Desk: Welcome to the Wyatt Hotel. How may I help you?

Traveler: Id like a room please?

Front Desk: Would you like a single or a double?

Traveler: Id like a double, please?

Front Desk: May I have your name, please?

Traveler: Timothy Findley.

Front Desk: Could you spell that please?

Traveler: F-I-N-D-L-E-Y.

Front Desk: How many are in your party?

Traveler: Just two.

Front Desk: How many nights would you like to stay?

Traveler: Just tonight.

Front Desk: How will you be paying?

Traveler: Is Visa OK?

Front Desk: Thatll be fine. Would you like a wake-up call?

Traveler: Yes, Id like a wake-up call for 6:30. Do you have a pool?

Front desk: Yes, we do. On the 2nd floor. Heres your key. Thats room 405 on the fourth floor.

Example 2:

A: Hi, my name is Suzuki and I have a reservation for tonight.

B: Let me check. OK, yes. A twin room for one night.

A: Thats right.

B: You are in room 408. How would you like to pay for the room?

A: Do you take American Express Travelers Checks?

B: Certainly, are they in American funds?

A: No, in Canadian. Is that OK?

B: Yes, no problem. With the exchange, that comes to 83.76 dollars Canadian.

A: Do I pay now or when I check out.

B: In advance, please.

A: Here you go.

B: The elevator is just around the corner. Do you need any help with your bags?

A: No thanks. I can manage myself.

B: Is there anything else we can do to help you enjoy your stay?

A: Can you give me a wake-up call at 7:00?

B: We dont do that from here. You can use the clock radio in the room, or you can program the telephone in your room to ring at 7:00.

A: Oh, yes. I have a meeting downtown tomorrow. Does this hotel have a shuttle bus?

B: No, Im afraid we dont, but we will be happy to call a taxi for you if you provide us with the details.

A: No, that wont be necessary. I can call from my room.

B: There are no charges for local calls.

More Examples for: Front Desk Receptionist

What name is the reservation under?

How long will you be staying?

Are you planning on checking out tomorrow?

Im afraid you cant check in until after 4:00 pm.

What type of vehicle are you driving?

Do you know the license plate number of your vehicle?

Complimentary breakfast is served in the lobby between 8 and 10 am.

Ill give you two room keys.

The dining room is on the main floor at the end of the hall.

The weight room and sauna are on the top floor.

Just call the front desk if you need any extra towels or pillows.

More Examples for the guest

We have a reservation under Jill McMann.

Do you have any vacancies?

Is the hotel booked, or can we get a room for tonight?

How do we get to our room from here?

Is it okay to park out front?

What time is the pool open until?

What time is breakfast served at?

Is it too early to check in?

Can we get a wake-up call?

When is check out time?

Check Out

Example Conversation tasks / question can be substituted with further examples added beyond.

Receptionist: Hi there. Are you checking out now?

Guest: Yes, sorry. I know were a few minutes late. Receptionist: Thats no problem. Its always really busy at check out time anyway. Guest: Oh, really. The last hotel we stayed in charged us for a late check out.

Receptionist: The hotel isnt booked this week, so its not a problem. How was everything? Guest: The room was great. The beds were really comfortable, and we werent

expecting our own fridge.

Receptionist: Im glad you liked it. Guest: The kids were disappointed that the pool wasnt open this morning, though. Receptionist: I apologize for that. We cant get a cleaner in any earlier than 10 am. Guest: Well we had a nice swim last night anyhow.

Receptionist: Will you be putting this on your credit card?

Guest: No. Ill pay cash. Receptionist: OK. So the total comes to $123.67, including tax.

Guest: I thought it was $115 even. Thats what they said yesterday when we checked in.

Receptionist: Yes, but there is an extra room charge on your bill.

Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry.

Receptionist: No problem. Sofrom $140, heres your change. Now, Ill just need to ask you for your room keys.

More Examples for the Front Desk Receptionist

Are you ready to check out?

What room were you in?

How was your stay?

Was everything satisfactory?

Will you be putting this on your card?

And how will you be paying for this?

Would you like to speak to the hotel manager on duty?

Ill just need your room keys, please.

Enjoy the rest of your holiday.

Have a safe trip home.

More Examples for the guest

Were checking out of room 401.

Sorry were a bit late checking-out.

Im afraid we overslept/slept in.

We really enjoyed our stay.

We have a few complaints.

Well be back next time were in town.

Here are some examples, vocabularies, phrases and idioms that can be useful when working

in the hotel industry. Communication for Hotel staff. We start with general idioms. Below

you can find further links to more specific hotel tasks and hotel departments.

General idioms / phrases

Greeting (G):

1.) Good (morning / afternoon / evening / night) (sir/madame), how are you

(today/tonight)? May I be of any help for you?

2.) Good (morning / afternoon / evening / night) (sir/madame), I hope you are doing well

today! Can I be of any assistance?

3.) Good (morning / afternoon / evening / night) (sir/madame), do you enjoy your stay so

far? May I offer our services to you?

4.) Good day sir/madam. Do you have any plans today? If not may I suggest the local horse

polo derby today. Its the highlight of the season and happening at our polo club at 4pm.

Goodbye (GB)

1.) Thank you very much, (sir/madam) enjoy your stay and please do not hesitate to contact

me at any time if you ever need any assistance.

2.) Please, (sir/madam), do not hesitate to contact me or any of our staff at any time if you

are in the need for any assistance.

3.) If you ever are in the need of assistance, please do not hesitate to contact us at any time!

Have a great day.

4.) If you have any questions please feel free to ask us at any given time.

5.) If we can be of any further assistance, please let us know at any time. We are always

here for you.

Housekeeping

Laundry Attendant

Initial question:

Guest: What do I have to do when I want my laundry done?

LA: This is the laundry bag, and the laundry form. Please fill in the form if you wish to do

the laundry

Example conversation.

LA (Knocks at the door.) Excuse me please, is anyone in?

Guest (opening the door) Good morning, nice to see you!

LA Good morning Sir/Madam. May I collect your laundry today?

Guest That is very kind of you. Of course. Please step inside.

LA Please do not let me interrupt your work.

Guest Dont worry. Please help yourself to the bathroom and the laundry.

LA Of course sir/madam. May I ask how you are today?

Guest Since I am in holidays, I am very well. Thank you.

Liquid detergent / Detergent soap

Guest What Liquid detergent do you use for you top loading washing machine?

LA Usually we use locally made detergent soap. In my experience it is as effective as any

of the expensive brands but this way we support the local business.

Guest Do you also starch and iron fabrics yourself?

LA Of course, Sir/Madam. We want to offer the best service to our customers. Thats why we do all on our own.

Guest Nice to know. When will it be finished?

LA Your laundry will be finished tomorrow after 11am. I will gladly place it in your room

for your convenience.

Goodbye

Room Attendant

RA: (knocking at the door). Room Service!

Guest: Ah! Finally! Its open. Come in!

RA: Good evening Sir! Here is your nightly snack like ordered. Lobster with champagne.

May I be of any further help for you?

Guest: Thanks a lot, mate! And yeah.actually I do have another question. I really need to get a new suite. Where is the best shop here in town?

RA: Oh that is quite easy actually. There is a very famous shop just down the road at the

victory gate. Its name is Marios! However, if you dont mind me making suggestions, I could have one of Marios employees come over to get your sizes and they would tailor made a suite for you.

Room attendants should show service and have a sound local knowledge. Now try another

conversation with another topic.

Public Area Attendant

In the Lobby.a guest looks stressed.

PA: Excuse me sir, you look a little tensed. May I help you somehow?

Guest: Oh wellyeah. Actually I am waiting for my friend here but I cant reach him on the phone.

PA: Oh I see. Is he a guest here? I could call him on the room telephone if you want.

Guest: That would be great. Thank you. He sometimes just loves to sleep to long.

PA: No problem at all, sir. May I ask for his room number please?

Guest: Certainly. Thats 302.

PA: Thank you very much, I will call him immediately. Could you just give me your name

so I can tell him who is waiting for him?

Guest: Sure thing. Its John Mayer. M.A.Y.E.R.

PA: Perfect. Just a short moment please. I will call him immediately over there at the

reception.

Guest: Thanks a lot!

Now change the topic!

Lost & Found

LF: Good morning madam. May I help you?

Guest: Oh god, yes please. Please! I lost my purse!

LF: Oh I see. Do you remember where you lost it or where you had it the last time?

Guest: Not really. This morning, during breakfast, I still had it. But in the afternoon I tried

to pay for my poodles hairdresser and couldnt find it.

LF: Well dont worry, madam. We will check every inch of the hotel to find it. However, if we wont be successful we will, of course, assist you in getting substitute credit cards and everything you need.

Guest: Oh thats just perfect. Thank you so much. Im really worried right now.

LF: Dont worry madam, everything will be fine.

Problems

Guest encounters a problem and blames it on the attendant

Guest: My laundry was not clean and some things were missing! That is incredible! How

can you do this? What kind of hotel are you?

Attendant: I am very sorry, Sir/Madame. Please let me refer you to the reception and our

manager. He/she will take care of your needs personally and ensure everything will turn out

well. May I guide you to the reception?

At the reception

Attendant: (to receptionist) This is Mr./Ms. XYZ. He/She has the following problem: His

clothes did not came clean out of the laundry and some things are even missing. Could you

take care of it and make sure that everything will be handled to Mr. XYZs satisfaction,

please?

Receptionist: Of course! (turns to guest). Mr. XYZ may I ask you again what exactly the

problem is? I will write it down and immediately try to solve it.

Guest: My laundry is NOT clean! And some things are even missing! Thats an outrage for such an expensive hotel!

Receptionist: I understand, Mr. XYZ. I am very sorry for the inconvenience. I ensure I will

do everything I can to find your lost laundry and we will, of course, wash your laundry

again. In the meantime, may I offer you a free spa treatment in our wellness oasis in the

basement?

Guest: Hm. Alright. I guess I cant do anything else anyway. Alright.

Receptionist: Thank you very much Mr. XYZ. My colleague over here will guide you to

the spa area. Please enjoy your treatment and once more, I am very sorry for the

inconvenience today.

If the Guest is angry/upset it is the task of the hotel staff to make him happy again. Now

change the conversational topic! Role play with: Room attendant, valet parking, spa, etc.

Dont be to nice!

Doorman

1.) Good morning/afternoon/evening Sir/Madam. Welcome to Shangri-La. I hope you are

having pleasant day so far.The reception is straight ahead, the lobby is on the right. Let me

get the bellboy to assist you with your luggage.

2.) Goodbye Sir/Madam. I hope you had a great time here at the Shangri-La Bangkok.

Please join us again and enjoy your trip.

Bellboy

- Bellboy (B) Customer (C)

Customer enters the hotel:

B: (Good morning/afternoon/evening) (sir/madam), welcome to the (hotel name) may I

help you with your luggage?

C: Sure thing. Thank you very much. Here it isHowever I have to check in first.

B: No problem at all. The reception is over here. Please follow me.

- After check in

B: Here is your room, sir/madam. The keycard opens the door and switches on the

electricity if you enter it here.The bathroom is over there, the telephone with all short call numbers is next to the TV. If you need anything, please do not hesitate to ask us at any

time.

C: Thanks

B: Do you need anything else?

C: Right now not, thank you.

B: My pleasure. Please enjoy your stay with us. Goodbye.

Hotel Vocabulary | Hotel Vocabulary Quiz | Reservations | Check-in/out

Hotel Vocabulary

Word part of speech Meaning Example sentence

adjoining rooms noun

two hotel rooms with a door in

the centre

If you want we can book your

parents in an adjoining room.

amenities noun

local facilities such as stores

and restaurants

We are located downtown, so

we are close to all of the

amenities.

attractions noun

things for tourists to see and do The zoo is our city's most

popular attraction for kids.

baggage noun

bags and suitcases packed with

personal belongings

If you need help with your

baggage we have a cart you can

use.

Bed and Breakfast noun

a home that offers a place to

stay and a place to eat

I can book you into a beautiful

Bed and Breakfast on the lake.

bellboy noun

a staff member who helps

guests with their luggage

The bellboy will take your bags

to your room for you.

book verb

arrange to stay in a hotel I can book your family in for

the weekend of the seventh.

booked adj

full, no vacancies I'm afraid the hotel is booked

tonight.

brochures noun

small booklets that provide

information on the local sites

and attractions

Feel free to take some

brochures to your room to look

at.

check-in verb

go to the front desk to receive

keys

You can check-in anytime after

four o'clock.

check-out noun

return the keys and pay for the

bill

Please return your parking pass

when you check-out.

complimentary

breakfast noun

free of charge

All of our rooms have

complimentary soap,

shampoo, and coffee.

cot, rollaway bed noun

a single bed on wheels that

folds up

If you need an extra bed, we

have cots available.

damage charge noun

money a guest owes for repairs

to hotel property (when caused

by violent or careless acts)

We will have to add a damage

charge for the hole you put in

the wall.

deposit noun

amount paid ahead of time to

secure a reservation

You will not receive your

deposit back if you cancel.

double bed noun

a bed large enough for two

people

They are a family of four, so

give them a room with two

double beds.

floor noun

a level of the building The swimming pool is on the

main floor.

front desk,

reception noun

the place where guests go to

check in and out and to get

information

Towels are available at the

front desk.

guest noun

a person that is staying at the

hotel

Our washrooms are for guests

only.

hostel noun

a very inexpensive place for

backbackers and travelers on a

budget

In the hostel you probably

won't get your own room.

hotel manager noun

person in charge at the hotel I'll let you make your complaint

to the hotel manager.

housekeeping,

maid noun

staff members that clean the

rooms and linen

Put a sign on the door if you

want housekeeping to come in

and change the sheets on the

bed.

ice machine noun

a machine that automatically

makes ice that guests can use to

keep drinks cold

There is an ice machine by the

elevator on all of the even

numbered floors.

indoor pool noun

place for guests to swim inside

the hotel

The heated indoor pool is open

until 10 pm.

inn noun

another word for "hotel" There's an inn on the other side

of town that has a vacancy.

Jacuzzi, hot tub,

whirl pool noun

a small hot pool for relaxation Our honeymoon room has a

personal hot tub.

king-size bed noun

extra large bed

A room with a king size bed

costs an extra ten dollars a

night.

kitchenette noun

a small fridge and cooking area

Your room has a kitchenette so

you can prepare your own

breakfasts and lunches.

late charge noun

a fee for staying past the check-

out time

You will be charged a ten dollar

late charge for checking out

after 11 am.

linen noun

sheets, blankets, pillow cases

We will come in and change the

linens while you are out of your

room.

lobby noun

large open area at the front of

the hotel

You can stand in the lobby and

wait for your bus.

luggage cart noun

a device on wheels that guests

can push their luggage on

Please return the luggage cart

to the lobby when you are

finshed with it.

maximum

capacity noun

the most amount of people

allowed

The maximum capacity in the

hot tub is ten people.

motels noun

accommodations that are

slightly cheaper than hotels

Our motel is very clean and is

close to the beach.

noisy adj

loud

The guests next to you have

complained that you are being

too noisy.

parking pass noun

a piece of paper that guests

display in the car window while

in the hotel parking lot

Display this parking pass in

your window to show that you

are a hotel guest.

pay-per-view

movie noun

extra charge for movies and

special television features

If you order a pay-per-view

movie, the charge will appear

on your bill.

pillow case noun

the covering that goes over a

pillow

Room 201 doesn't need their

sheets changed, but they

requested one new pillow case.

queen size bed noun

bed with plenty of space for

two people (bigger than a

double)

They have a queen size bed so

the small child can eaily fit in

the middle.

rate noun

cost of renting a room for a

certain time period

Our rates change depending on

the season.

reservation noun

a request to save a specific

room for a future date

They say they made a

reservation but it doesn't show

on the computer.

room service noun

delivery of food or other

services requested by guests

If you would like a bottle of

wine, just call room service.

sauna noun

a hot room for relaxation, filled

with steam

We don't recommend bringing

young children into the sauna.

single bed noun

a bed for one person The economy priced room

includes one single bed.

sofa bed, pull-out

couch noun

a bed built into a sofa or couch The room contains a sofa bed

so the room actually sleeps five.

towels noun

used to cover and dry the body

after swimming or bathing

You can get your swimming

pool towels at the front desk.

vacancy noun

vacant adj

available rooms We only have one vacancy left,

and it is for a single room.

valet noun

staff that parks the guests'

vehicles

If you leave your car keys with

us, the valet will park your car

underground.

vending machine noun

a machine that distributes

snacks and beverages when you

insert coins

The vending machine on the

fifth floor has chocolate bars

and chips.

view noun

a window that offers a nice

image for guests

The room is more expensive

because it has a spectacular

view of the beach.

wake up call noun

a morning phone call from the

front desk, acts as an alarm

clock

What time would you like your

wake up call?

weight room,

workout room,

gym noun

a room that guests can use for

exercise and fitness

Our weight room has a stair

climber and a stationary

bicycle.

Hotel Dialogues

English Vocabulary

Below are some typical dialogues between a hotel receptionist at The Grand Woodward

Hotel and a guest. Here you will find typical conversations that deal with making

reservations, checking in and also checking out.

Making Reservations

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.

Client: Hi, good morning. I'd like to make a reservation for the third weekend in

September. Do you have any vacancies?

R: Yes sir, we have several rooms available for that particular weekend. And what is the

exact date of your arrival?

C: The 24th.

R: How long will you be staying?

C: I'll be staying for two nights.

R: How many people is the reservation for?

C: There will be two of us.

R: And would you like a room with twin beds or a double bed?

C: A double bed, please.

R: Great. And would you prefer to have a room with a view of the ocean?

C: If that type of room is available, I would love to have an ocean view. What's the rate

for the room?

R: Your room is five hundred and ninety dollars per night. Now what name will the

reservation be listed under?

C: Charles Hannighan.

R: Could you spell your last name for me, please?

C: Sure. H-A-N-N-I-G-H-A-N

R: And is there a phone number where you can be contacted?

C: Yes, my cell phone number is 555-26386.

R: Great. Now I'll need your credit card information to reserve the room for you. What

type of card is it?

C: Visa. The number is 987654321.

R: And what is the name of the cardholder ?

C: Charles H. Hannighan.

R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of

September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If

you have any other questions, please do not hesitate to call us.

C: Great, thank you so much.

R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?

Guest: I have a reservation for today. It's under the name of Hannighan.

Hotel: Can you please spell that for me, sir?

Guest: Sure. H-A-N-N-I-G-H-A-N.

Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean

for two nights. Is that correct?

Guest: Yes, it is.

Hotel: Excellent. We already have your credit card information on file. If you'll just sign

the receipt along the bottom, please.

Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir. We are a five star hotel after all.

Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's

dime. What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the

hotel's safe are all included.

Guest: So what's not included in the price?

Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your

account. Also, the hotel provides room service, at an additional charge of course.

Guest: Hmm. Ok, so what room am I in?

Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up

to the fourth floor. Turn left once you exit the elevator and your room will be on the left

hand side. A bellboy will bring your bags up shortly.

Guest: Great. Thanks.

Hotel: Should you have any questions or requests, please dial 'O' from your room. Also,

there is internet available in the lobby 24 hours a day.

Guest: Ok, and what time is check-out?

Hotel: At midday, sir.

Guest: Ok, thanks.

Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

Check-out / Getting to the airport

Hotel: Did you enjoy your stay with us?

Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that

leaves in about two hours, so what is the quickest way to get there?

Hotel: We do have a free airport shuttle service.

Guest: That sounds great, but will it get me to the airport on time?

Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately 25

minutes to get to the airport.

Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will

be leaving?

Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill?

Guest: Oh yes certainly. How much will that be?

Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?

Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my

company.

Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter and

he can load them onto the shuttle for you when it arrives.

Guest: That would be great thank you.

Hotel: Would you like to sign the hotel guestbook too while you wait?

Guest: Sure, I had a really good stay here and I'll tell other people to come here.

Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.